Remedy Developer

Skills

Employment History:

Confidential

Sr. BMC Remedy ITSM Applications Developer/Administrator

Responsibilities:

• Installed and upgraded Atrium CMDB from v 2.1 to Atrium Core 7.6.04 sp2
• AR System 7.6.04 sp 3 and ITSM 7.6.04 sp2
• Gathered the requirements from the stakeholders, Installed and configured the Atrium Discovery and dependency mapping ADDM v 8.3 tool in order to gather the data from the company network and synchronized and reconciled with the golden CMDB data.
• Successfully implemented BMC Dashboards Analytics v 7.6.05 in production. This implementation also involved the implementation of Business objects X1 V 3.1 sp2.
• Implemented the SRM 7.6.04 integrated the same with Incident, Problem and Change management on the lower landscapes without any issues. Could not implement it on production due to budget issues.
• Installed and configured BMC Mid-tier servers using Tomcat 6.0.
• Used Sql Server 2005 as the backend in order to develop sql Stored procedures which were in turn used in the VB 6.0 applications code.
• Installed and Configured Action Request System 7.6.04 sp 3, Remedy Asset Management 7.6.04 sp2 and Remedy Change Management 7.x integrated with SAP systems.
• Heavily involved in application enhancements and troubleshooting during day to day operations as backline support.
• deploying Remedy Software in a VM-Ware environment
• Successfully impressed the IS/IT department managers with my diligent work and by accomplishing the tasks within the given timeline.
• Involved in Migration of application from ARS 6.X to ARS 7.6.04
• Involved in setting up load balanced environment, Server Group Environment, Mid-Tier Environments for BMC Remedy Application for Global User Access.
• Integration of system monitoring tools w/ Remedy
• Involved in installing and configuring and setting up of data in CMDB 1.1 and 2.0 and 7.6.04
• This Project Involved Developing new Applications Database Modification.
• Integrated with ITSM Modules ie Helpdesk, Change Management, Asset Management, Approval Server and Telealert.
• Maintained Phone System Avaya Communication setting up user accounts configured with Remedy
• Extensively involved in the configuration of the ARS Remedy v.7.6.04 with up to date client foundational data, Auto-routing the Incident, Problem and Change tickets using Assignment Engine 7.6.04 and Approval Engine 7.6.04 .
• Configured and updated Remedy Flashboards 7.6.04 for the client's COTS and custom applications using the Remedy utilities.
• Customization of SRM according to the client's requirements and Configure with respect to backend applications i.e Incident and Change Management.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Configured Remedy Email system 7.6.04 such that the customer ticket's status is notified through email notifications which are further routed to Microsoft Outlook 2007.
• Involved extensively in the Remedy upgrade project of AR System Server 7.6.04 which includes various Remedy utilities like Assignment Engine, Email Engine, Flashboards, Approval Server, AR server, latest version of Apache Tomcat 5.5.25 services maintenance.
• Customized the OOB Help Desk, SLM 7.6.04, Change Management, Asset Management as per the company's business requirements.
• Integration and enhancements to the import criteria from Helpdesk to Clear Quest.
• Synchronized Acceptance and Production servers using Remedy Migrator, code move for enhancements and defect is done by using migrator tool dev acc prod .
• Worked on the performance of the application by adding indexes on commonly used fields and setting QBE match, avoiding the server termination by excluding the escalators and distributed servers.
• Involved in developing Perl, Shell scripts to automate batch jobs and updating Remedy User data base from the external databases.
• Created various Crystal Reports such as Monthly reports, SLA/SLM Reports etc., on Demand as well as Scheduled reports
• Involved in data migration activities of definitions and data using Remedy Migrator 7.6.04, import, and export tools, from development to production system.
• Implementation of Remedy Mid-Tier 7.6.04, with customized auto-assignment of tickets from end user web submissions.
• As an Admin, need to check the server performance, error logs, permissions, grant access and archiving the data.
• Worked with UAT team to prepare a user document and business process document for reference.

Environment: ARS Remedy 7.6.04 sp1/7.5/7.x, Help Desk 7.x, SRM 2.2, SLA, Asset Management 7.x, CMDB 2.1/7604, Atrium Core 7.5 patch 4, ADDM 8.3, Oracle 11g, Sql Server 2005, HP-Unix, Master AR Suite 5.1, Migrator 7.x., Linux Red Hat 5.5 RHEL5 ,VM-ware, Business Objects XI IDT 4.0

Confidential

SR. BMC Remedy Developer/Developer

Responsibilities:

• Installed and Configured Remedy Action Request System 7.5, Remedy Asset Management 7.6x , and Remedy Change Management 7.6x .
• Involved in Installing and Configuring ITSM 7.6
• Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications used at IADB.
• Involved in upgrading Remedy system from ARS 6.3 to ARS 7.5.
• Gathered requirements from various business groups/users and converted business requirements into functional specifications.
• Integration of system monitoring tools with Remedy
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and configured Mid-tier 7.6.04 sp4 servers using Tomcat 6.0
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Successfully deployed BMC Dashboards Analytics v 7.6.03 for enterprise Remedy reporting.
• Deployed all of the developed internal applications on the web using Remedy 6.3 Mid tier.
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Extensively involved in the customization of Remedy Helpdesk Application 7x for the support center department.
• Installation and Configuring CMDB and involved in building Reconciliation Rules, Creating and Running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
• Identified and defined new CIs in BMC Atrium CMDB.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Adopted Remedy Software by using VM-Ware.
• Customization of SRM according to the client's requirements and Configure with respect to backend applications i.e Incident and Change Management.
• Identified the Test requirements based on Application functional requirements, participated in Test Plan Preparation.
• Written and executed test cases using Quality Center and Logged Defects.
• Involved in data migration activities of definitions and data using Remedy Migrator 7.x, import, export tools, from development to production system

Environment: AR System Remedy 7.6.04 sp1/7.5/7.x, Help Desk 7.x, SRM 2.2, SLA, Asset Management 7.x, CMDB 2.1/7604, Atrium Core 7.5 patch 4, ADDM 8.3, Oracle 11g, Sql Server 2005, Master AR Suite 5.1, Migrator 7.x., Linux Red Hat 5.5 RHEL5 , VM-Ware, Business Objects XI 3.1 sp3.

Confidential

BMC Remedy Developer/Administrator

Responsibilities:

• Gathered requirements from various business groups/users.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and Configured Action Request System 7.5, Remedy Asset Management 7.x and Remedy Change Management 7.x with Alarm Point Systems.
• Development and implementation of a custom Time Tracking tab for tracking of actual hours worked and notes on a particular request.
• Installed and upgraded Action Request System Remedy from 5.x to 6.x and then to 7.5.
• Extensively involved in the configuration of the ARS Remedy v.7.5 with up to date client foundational data, Auto-routing the Incident, Problem and Change tickets using Assignment Engine 7.1 and Approval Engine 7.1 .
• Configured and updated Remedy Flashboards 7.5 for the client's COTS and custom applications using the Remedy utilities.
• Installed Remedy Software by using VM-Ware.
• Installed and configured BMC Dashboards Analytics v 7.6 to cater the needs of manager performance reporting.
• Configured Remedy Email system 7.5 such that the customer ticket's status is notified through email notifications which are further routed to Microsoft Outlook 2007.
• Involved extensively in the Remedy upgrade project of AR System Server 7.5 which includes various Remedy utilities like Assignment Engine, Email Engine, Flashboards, Approval Server, AR server, latest version of Apache Tomcat 5.5.25 services maintenance.
• Involved in the upgrade of the ITSM v.7.0.3 to patch 7 and patch 9 with up to date user defined customizations.
• Involved with Integration of SAP, SQL and Oracle 10g servers with Action Request System Remedy 7.5. Integrated with the Help Desk application for automatic assignment of support tickets and tracking changes, invoices and managing Assets.
• Maintenance of company's custom built customized applications and involved in the production support.
• Extensively involved in creating and migration of Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow from one environment to the other.
• Involved in installing and configuring and setting up of data in CMDB 1.1 and 2.0.
• Involved in customizing Remedy Customer Service Support CSS according to the business needs and developing interfaces to handle data with external applications.
• Integration of system monitoring tools w/ Remedy
• Deployed all of the developed internal applications on to the web using Remedy Mid tier.
• Involved in the development of web interface using Remedy Mid-tier web services and consumed in .Net environment using C and XML Schemas.
• Designed and deployed integration of Remedy v 7.5 ticketing system with other vendor systems.
• Created successful home grown applications while maintaining ITIL best practices of software design, including iterative development, data driven workflow and generic application design.
• Managed developers and support people for Remedy, Web, Integration and Testing teams.
• Developed consuming and publishing web services using WSDL, SOAP, XML to establish communication between remedy and external system like UPS for automating status update of Helpdesk tickets.
• Involved in developing Perl, Shell scripts to automate batch jobs and updating Remedy User data base from the external databases.
• Created various Crystal Reports such as Monthly reports, SLA/SLM Reports etc., on Demand as well as Scheduled reports.
• Used Oracle PLSQL scripts for data conversion, SQL menus and for generating Remedy External Views.
• Created various Crystal Reports such as On Demand Monthly reports as well as Scheduled reports.
• Developed distributed server option to synchronize the data flows between application and warehouse servers to balance the load level on application servers.
• Involved in customization and upgrading Remedy system.
• Involved in migration of definitions and data using Remedy Migrator 7.5, import, and export tools, from development to production system.
• Implementation of Remedy Mid-Tier 7.5, with customized auto-assignment of tickets from end user web submissions.
• Provided technical input and assistance with troubleshooting applications.
• Designing web pages and applying CSS style sheets to them.

Environment: Remedy ARS 7.5/6.1, Remedy Migrator , Remedy Import 7.5, Remedy Help Desk Application 7.x, Remedy ITSM 6.0/7.0/7.5, CMDB, AREA LDAP, C, SLMs, ARS Perl and Unix Scripting, Windows 2000/XP, Oracle 9i/10g/11g, Red Hat Linux 5.5 RHEL5 ,VM-Ware, Java, .NET, Crystal Reports 9.x, XML,SOAP.

Confidential

Sr. Remedy Developer

Responsibilities:

• Elicit requirements and business needs from Business Users conduct project management tasks, such as tracking bugs and issues, liaison with various internal and external teams to communicate requirements.
• BMC Dashboards Analytics v 7.6 deployed successfully for BMC Remedy ITSM reporting needs.
• Liaison between the IT Team and marketing, legal teams and strategic business unit SBU groups, UAT, SIT teams, usability groups, and various other teams.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides and Escalations for workflow.
• Created the CI's and configuring Relationships in Asset management 7.6.04 - CMDB.
• Developed advanced customized workflows for custom built applications to meet the business requirements and maintain the applications stable.
• Integration of system monitoring tools w/ Remedy
• Involved in developing queries using PL/SQL statements to pull relevant data from Oracle 8i database tables.
• Organized Remedy Software by using VM-Ware.
• Installed and configured BMC Remedy Mid-Tier 7.6.04 using Apache Tomcat Webserver 6.0.
• Worked on Performance Tuning of the applications by removing the repetitive workflow, adding indexes and setting QBE Match to avoid server terminations.
• Customized OOB ITSM- Change Management application by changing approval Process based on business requirements.
• Involved in integration of Remedy with the ERP Databases to pull all the required Data and the related RMA's into Remedy Database using Java APIs.
• Created the complex workflows to invoke the PL/SQL packages using the Remedy Escalations.
• Identified and defined new CIs in BMC Atrium CMDB
• Extensively worked on Remedy Reports for Metrics using Crystal Reports 8.x and Join forms.
• Created and configured Service request processes for SRM 2.1/2.2 and Customization of SRM 2.2
• Involved in Data Migration activities of foundation data and Definition files from one environment to the other.
• Developed a custom built application which acts as Knowledge Base and Search Engine on all the Defect Tracking applications at Brocade.
• Involved in different phases of testing like System Testing and UAT User Acceptance Testing.
• Responsible for providing the excellent support for custom built applications for approximately 200 users also maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, upgrades, Reporting and Bugs.
• Extensively involved in the requirements evaluation, documentation and analysis.
• Coordinated with the Project managing teams to set the milestones and suggest the Workload/Resource requirements along with the documentation needs.
• Interacting with the Management teams to provide the future enhancements request to spread the use of application into various departments.

Environment: Remedy AR System 7.x / 6.x, ITSM 7.x, SQL, Sun Solaris 9, Remedy Import, Web Services, SOX compliance, Oracle 9i / 10g/11g, Crystal Reports XI, CMDB 2.x, SRM 2.x, Red Hat Linux 5.5 RHEL5 . Atrium CMDB

Confidential

Remedy Developer / Administrator

Installed and configured Remedy Change Management application.

• Worked on Common Request System, Problem Tracking, Time Tracking System Remedy application projects.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Deployed all of the developed internal applications on the web using Remedy 6.3 Mid tier and integrating with Alarm Point Systems.
• Integration of system monitoring tools w/ Remedy
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Created various reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports using SQL Server Reporting Services SSRS .
• Gathered requirements and generated reports in BMC Dashboards Analytics v 2.x using SAP Business Objects XI 3.1 server as a backend server.
• Identified and defined new CIs in BMC Atrium CMDB.
• Customized OOB ITSM- Change Management application by changing approval Process based on business requirements.
• Redesigned all escalations and offloaded them from escalation process to filters and implemented separate windows service application runs automatically every 2 mins interval to run batch processes.
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.

Designed and deployed integration of Change Management with Asset Management and Alarm Point Systems using ITIL best practice and framework.

• Involved in upgrading Remedy system from ARS 5.1.2 to ARS 6.0.1.
• Involved in migration of definitions and data using Remedy Migrator 5.x, import, export tools, from development to production system.

Environment: Remedy ARS 6.1, Remedy Migrator 5.x, Remedy Import 6.x, Remedy Helpdesk Application 5.6, BMC Atrium CMDB, C , C , Windows 2000/XP, MS SQL Server 2005, SSRS, Crystal Reports 9.x, .Net, XML.

Confidential

Remedy Analyst / Administrator

• Involved in Collection, Design Analysis of the Customer Specifications, Development and Customization of the Application.
• Worked for Help desk, Change and Asset Management Applications.
• The Asset Management application allows the users to add or modify asset inventory details. This application provides the capability to store vendor, service and configuration details of the assets. It also provides the ability to create parent and child relationships between assets.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for upgrading and restructuring of workflow for Help desk and change management applications.
• Also provided production support for Help desk, Change and Asset management applications.
• Also used Master ARSuite software for analyzing the Remedy workflow and documentation purposes.
• Also involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in the implementation of external processes to read the data from the Oracle tables of legacy systems, process the records and inserts or updates to the Remedy Schemas using C Remedy APIs.
• Also involved in the implementation of high availability system using hot backups and archiving the data using SQL Server scheduled jobs.

Environment: Remedy AR System Software 4.5.2, 5.x, Master ARSuite Tools, Atrium CMDB, SLA/SLM, C, C , UNIX Solaris 2.8, SQLPlus, Crystal Reports, PL/SQL, Oracle 9x/10x, Java, XML, JSP, SQL Server 2000.